WorldStrides is seeking a Director of Field Operations to Lead the Domestic Field Operations Teams (Tour Central, On-Site Coordinators, Field Specialists and Night Chaperones) in providing unparalleled on-tour support, resulting in a seamless, safe and secure travel experience. Create and promote a high-performing team environment where members are motivated and flourish both as individuals and as a team.
Work with executives to establish quality and cost saving goals and measurements for the department. Hire and train quality field staff to support groups on tour and deliver exceptional customer service. Forecast an accurate budget, manage within it, and keep management informed of any changes. Effectively communicate WorldStrides service philosophy and goals to vendor personnel. Function as a contributing member of the Operations team through effective communication and assisting others as needed.
Qualifications:
5-10 yrs experience in an operations management role and four-year college degree required. Proven success in team supervision, development and training. A keen appreciation of a high level of customer satisfaction balanced with business considerations. Proven success with budget management, including driving of cost savings through process improvements and vendor negotiations. Strong management, leadership, interpersonal, time management and organizational skills. Must have excellent verbal communication skills, including group presentation skills and the ability to diplomatically handle cross-functional communications. Must have analytical and solution-oriented business and financial skills. Experience in office environment with deadline pressure and managing multiple complex tasks is required.
Must be able and available to travel out of town. Must have basic office skills and ability, including computer data entry, processing of paperwork, and visual proofing of documents.
Essential Functions:
Lead and manage Field Operations team members to include Tour Central (DC, Williamsburg, and NY), On Site Coordinators, and Night Chaperones.
Work with Field Operations teams in managing on tour issues to deliver exceptional customer service through teamwork and communication amongst Field Operations and WorldStrides team overall.
Drive cost savings and efficiencies within the department.
Work with executives to establish goals, metrics and the budget for the team each year.
Prepare, manage and analyze operating budget; submit monthly financial reports.
Responsible for hiring, training, assigning responsibilities and mentoring of department members, to include seasonal staff members in each area.
Be a resource and coach for department members and staff in other departments.
Negotiate rates and contract agreements for field operations vendors while educating them on WorldStrides programs.
Devise and maintain an effective system for managing the flow of information both internally and externally.
Responsible for On Tour Issue Management and facilitation of next steps.
Oversee the development and distribution of the annual WorldStrides Emergency Manual.
Be an active participant on the Emergency Management team working closely with the VP of Product Delivery on Level B&C issues as needed.
Provide Field Operations support cross divisionally as required.
Work closely with HR Manager on recruiting, training, and personnel issues for Field Operations team members.
Oversee the background check process for Field Operations team along with HR Manager and Risk Manager.
Maintain good working knowledge of all responsibilities within the department.
Provide status/budget reports as requested by senior management.
Send To A Friend
Posts
